Customer Service Manager

2 months ago

Ascot, Australia Oceania Ground Force Full time

**KEY BENEFITS TO YOU**
- ** Competitive Salary + Superannuation.**:

- ** Accelerated upskilling and career progression developing exceptional transferable skills.**:

- ** Rotational rostering to provide flexibility & work/life balance.**:

- ** Reward & Recognition Scheme & Employee Assistance Program.**:

- ** Employee Assistance Program providing support to our people.**

**ABOUT THE COMPANY**

Oceania Ground Force is an Australian owned Ground Handling Services Company. We provide professional and efficient ground handling services to leading airlines and supply & maintain innovative ground handling equipment. Our large team throughout Australia and the Pacific are vital to these operations.

Oceania Ground Force first commenced ground handling operations in June 1996 and now have over 600+ staff in 23 locations across Australia and the Pacific.

Our Company combines the latest technology and equipment, expert employees and a confident hands-on management style to deliver practical and high-quality services.

**PURPOSE**
You will drive a customer-centric team to consistently deliver an exceptional level of service to our airline customers in accordance with Service Level Agreements prioritising Safety and Compliance at all times.

You will work collaboratively with the Ground Services Manager providing support and recommendations in facilitating the daily operational requirements for customer service.

You will need to adopt a coaching and mentoring approach to managing people while contributing to and maintaining an inclusive and professional environment where people are valued and respected, and build strong functional relationships with internal and external stakeholders.

**OPERATIONAL RESPONSIBILITIES**
- Drive the Customer Service team to deliver exceptional service to airline customers meeting Service Level Agreements and prioritising Safety and Compliance at all times.
- Proactively manage employee relations and provide guidance and feedback on Customer Service and identify training gaps for future upskilling opportunities to suit the needs of the business.
- Drive and maintain a collaborative and inclusive environment where people are valued, respected and are given every opportunity to learn and succeed.
- Manage aircraft delays, staff shortages and daily resourcing in the most efficient and cost effective way.
- Ensure rostering practices are within the parameters of the Enterprise Agreement.
- Drive and encourage a reporting culture to prevent safety threats and to mitigate workplace incidents and accidents.
- Foster cohesive and functional relationships with internal and external stakeholders.
- Facilitate regular Airline/Company audits so as to provide feedback and results to the Ground Services Manager.
- Prepare safety and incident/accident investigations by collating and obtaining specific evidence then generate reports to the company and the airlines.
- Manage administrative tasks including end of month processes.
- Manage ADHOC requests as required.

**SELECTION CRITERIA**
- A minimum of 3 years experience in a Customer Service role in Ground Handling and/or Airlines.
- Experience managing teams of people.
- Willing and actively participate in professional development programs offered by the Company.
- Exceptional leadership qualities with the ability to direct and empower individuals.
- Ability to evaluate problems, examine information and document facts.
- Capable of generating innovative ideas, explore possibilities and develop strategies.
- Competent in articulating information, making decisions, and influencing people.
- A thorough understanding of Airport Regulations and Airline Procedures and Policies.
- Immaculate grooming and deportment.
- Strong sense of confidentiality and ethical behaviour.
- Ability to take ownership of problems and resolve in a timely manner.
- Able to meet deadlines, managing tasks and upholding standards.
- Meticulous attention to detail.
- Flexibility to work a rotational roster including weekends and public holidays.

**HOW TO APPLY**

**We would love to hear from you if you meet the selection criteria and if you **have, and are able to commit to, the essentials that we are looking for to join our **fantastic team.**

**APPLY NOW**

No recruitment agencies please

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